Customer satisfaction system and method

ABSTRACT

A customer satisfaction system, includes a query module for automatically sending queries to customers as to problems with goods or services provided by a provider according to a predetermined schedule and for receiving responses from customers to the queries; an analysis module for analyzing responses from customers and for sending responses indicating a problem to a problem solver for resolution; and at least one problem solver for responding to customer problems, for generating solutions to customer problems and for transmitting solutions to customers; wherein, upon transmission of a solution to a customer problem to a customer, the query module sends a query to the customer requesting verification that the problem has been solved.

FIELD OF THE INVENTION

This invention relates generally to customer satisfaction systems andmethods and more particularly to a customer satisfaction system andmethod which integrates customer satisfaction with problem resolution.

BACKGROUND OF THE INVENTION

The goal of most customer satisfaction systems is to eliminate problemsand thus ensure repeat business. A customer satisfaction systemtypically includes customer support and some sort of feedback techniqueto determine if the customer support is adequate. In the typicalcustomer support model, a customer purchases goods or services from aprovider. If there is a problem with the goods or services, the customercontacts a customer service representative who works to fix the problem.Customer service may be provided via telephone support (in which arepresentative helps the customer solve his problem directly), or via anetwork connection (such as the Internet or an intranet).

Network-based support typically involves posting a list of frequentlyasked questions (“faqs”) and providing a form for the customer to use torequest support if the list of faqs does not solve his problem. Therequest is then transmitted to a customer support representative. Therequest form usually includes fields where the customer can input datadescribing the problem. Some network-based support includes softwarewhich can collect data from the customer's system and transmits it tocustomer support. Providing customer support via a network connection isdesirable because it reduces costs by reducing help desk traffic, it isglobal in reach and is relatively easy to access. However, network-basedsupport is frequently not as satisfactory as a telephone-based helpdesk.

To measure how well customer support is solving customer problems, manycustomer satisfaction systems rely on surveys. In some cases, afollow-up survey will be sent to the customer after the completion of aservice call. Frequently, only a small percentage of customers respond,so customer service does not know if, and how well, all of the customerproblems were resolved. In other cases, a generalized marketing surveymay be sent to all customers in a certain demographic.

Generalized customer satisfaction marketing surveys, like most surveys,also suffer from limited customer response. Marketing surveys alsogenerally report evaluations without specific indications forimprovement, and follow a “measure and report” sequence that frequentlyresults in delayed improvements to solve general problems identified, ifany. Consequently, customers with unique or urgent problems becomedissatisfied and disloyal, resulting in profit declines. Other problemswith current customer satisfaction systems include: biased samples,delayed remedies, nominal guidance, constrained learning, limited usage,high costs, questionable value.

SUMMARY OF THE INVENTION

A customer problem is the difference between the customer's expectationand the provider's or the product's performance. Total customersatisfaction can be achieved by the elimination of customer problems. Amethod for ensuring customer satisfaction, includes automaticallysending, according to a predetermined schedule, a query to a customer asto problems with goods or services provided by a provider to thecustomer, receiving a response from a customer to the query, analyzingthe response received from the customer to determine if the customer hasa problem, if the response indicates the customer has a problem,generating a solution to the problem, transmitting the solution to thecustomer and sending a query to the customer requesting verificationthat the problem has been solved by the solution.

A customer satisfaction system, according to the invention, includes aquery module for automatically sending queries to customers as toproblems with goods or services provided by a provider according to apredetermined schedule and for receiving responses from customers to thequeries; an analysis module for analyzing responses from customers andfor sending responses indicating a problem to a problem solver forresolution; and at least one problem solver for responding to customerproblems, for generating solutions to customer problems and fortransmitting solutions to customers; wherein, upon transmission of asolution to a customer problem to a customer, the query module sends aquery to the customer requesting verification that the problem has beensolved.

Any means of communication may be used to send queries, responses,solutions, verification. In one embodiment, email is used. Email isubiquitous and instantaneous; email may be sent over the Internet or alocal intranet. Queries are sent on a predetermined schedule tocustomers. All customers may receive queries. The predetermined schedulemay be once a month, once a week, or any other appropriate time intervalwith follow-ups for verification that a problem has been solved beingsent more frequently, on the same schedule or according to any otherschedule. By using a frequent query (which may be an online survey or anoffline survey) of all customers of a particular demographic, thecustomer satisfaction method follows a “sense and respond” sequence,immediately conveying specific problems of individual customers todesignated problem solvers until the customers confirm the problems aresolved, then reporting problems conveyed along with solutionsimplemented. Customer satisfaction is assured as well as measured,supporting profits and organizational learning.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 is a block diagram of a customer satisfaction system;

FIG. 2 is a block diagram illustrating a method of providing customersatisfaction;

FIG. 3 is an exemplary query sent via email to a customer;

FIG. 4 is an exemplary entrance screen to a customer satisfactionsystem;

FIG. 5 is an exemplary customer survey screen;

FIG. 6 is an exemplary thank you page;

FIG. 7 is an exemplary notification to a problem solver;

FIG. 8 is an exemplary login page for a problem solver;

FIG. 9 is an exemplary problem solver entrance screen; and

FIGS. 10 and 11 are an exemplary problem solver ticket update page.

DETAILED DESCRIPTION OF THE EMBODIMENTS

A customer problem is the difference between the customer's expectationand the provider's or the product's performance. Total customersatisfaction can be achieved by the elimination of customer problems. Anexemplary customer satisfaction system is shown in FIG. 1 and referredto by reference numeral 100. System 100 includes query module 10,analysis module 20, storage 34, report generating module 32, and one ormore problem solvers 50. In this embodiment, the customer satisfactionsystem 100 communicates with customers 40 via the Internet.Alternatively, the customer satisfaction system 100 could be installedon a local intranet, for example, if a business unit such as theinformation technology group wished to measure satisfaction of itsinternal corporate customers. In system 100, query module communicateswith customers using email.

Query module 10 automatically sends out queries in the form of an emailto customers according to a predetermined schedule. The predeterminedschedule may be any period, such as weekly (for new accounts), monthly(for established accounts), every fifteen days, etc. The query asks thecustomer if they have any problems. Query module 10 receives responsesfrom customers which are then sent to the analysis module 20. Analysismodule 20 determines if a customer has a problem. If the customer has aproblem, the analysis module 20 sends the problem to an appropriateproblem solver 50. The problem solver is responsible for finding asolution to the customer's problem. The problem solver may be requestedto commit to a particular date for problem solution, which date may betransmitted to the customer. When the problem solver has a solution, theproblem solver sends the solution to the analysis module, which recordsthe solution and time of completion. The analysis module then sends thesolution to the query module which sends it to the customer.Alternatively, the problem solver could transmit the solution directlyto the customer, with a copy to the analysis module for tracking.

The analysis module 20 schedules a follow up to be sent by the querymodule 10 to the customer to verify that the solution has been sent ifthe problem solver transmitted it directly and if the solution solvedthe customer's problem. If the customer responds that the problem hasnot been solved or portions still remain unsolved, the query moduleforwards the follow up response to the analysis module, which forwardsit to the problem solver for further solution. The customer satisfactionsystem may be implemented using standard helpdesk type software,uniquely modified to periodically contact product or service users,gather, record, and route problems immediately to designated problemsolvers, register their commitment to a solution date, confirm theirsolution on that date; and then verify solution with the user reportingthe problem.

System 100 includes storage 34 for storing a record of all queries,customer responses, solutions, follow up, verifications and any otherinformation appropriate to the customer. From storage 34, system 100 cangenerate reports in report generator 32 of customer problems, solutions,time of resolution and other information pertinent to the customer.Information stored in storage 34 can be used by other organizations inthe provider. For example, an engineering group could search theproblems in storage 34 for similarities, identifying possible problemsin a particular area of the product. Management could use the storedinformation to verify that problem solvers are working effectively, toidentify needs for new or different types of problem solvers.

A method of ensuring customer satisfaction is shown in FIG. 2. In step202, an account representative or owner contacts the customer to ask ifthe customer wants to participate in the customer satisfaction system.Depending on the owner of the customer satisfaction system,participation may be voluntary or not. In step 204, the customer mustprovide an email address where he/she may be contacted. In step 206, theprovider sends an email survey to the customer. It is anticipated thatin most cases, all customers will be sent email surveys. FIG. 3 is anexemplary initial email survey. This survey provides a simple yes or noresponse (by clicking the on the face icons). If the customer clicks onthe no problems icon, that response is sent to the provider (step 212)and a thank you screen is presented to the customer (see FIG. 6).

The email survey shown in FIG. 3 has html links so that the customer cango directly to online help, by clicking the http://www.heyxerox.comlink. If the customer has a problem and clicks on the problems icon, thecustomer is presented with a welcome screen as shown in FIG. 4.Alternatively, if the customer clicks on the http://www.heyxerox.comlink, the same screen may be presented. This link may be used by thecustomer at any time, not just in response to a query (step 210). Thecustomer clicks on the “Click here to tell Xerox about your problem”link and the survey form shown in FIG. 5 is displayed. This surveyrequests the customer to fill out information: name, address, email,account number, category of problem, make/model of product, severity ofproblem and a description in the customer's own words of the problem.When the customer completes the form and clicks on the ok button, thethank you screen (FIG. 6) is displayed.

In step 214, the customer's problem is routed via email to a problemsolver. FIG. 7 is an exemplary email transmitting a customer problem toa designated problem solver, which contains the date and description ofthe customer's problem. When the problem solver solves the problem, theproblem is reported (step 216) both to the user and to the provider. Instep 218 the solution is verified by the customer.

Most problem solvers will have many problems on their “docket” to solve.To facilitate communication and follow up on the customer satisfactionsystem, each problem solver is provided with an online account in whichthe system and problem solver can track progress on solutions. When aproblem solver enters the system, an opening screen, such as shown onFIG. 8, is displayed. The problem solver must enter a login name andpassword. After clicking on the ok button, a problem solver entrancepage is displayed as shown in FIG. 9. This page lists the number oftickets (i.e., customer problems) outstanding as well as otheradministrative items. For example, a search box is provided so theproblem solver can search for various items, such as tickets having thesame keyword, call up a particular ticket, etc.

FIGS. 10 and 11 show a problem solver ticket update page for the problemreported in FIG. 5. This update page provide fields for the problemsolver to track the problem, its progress, internal analysis, history ofcorrespondence, etc. When the problem solver receives a new problem, aproblem solver ticket is created. When the problem solver has solved theproblem, he will enter the system and click yes to problem solved. Thiswill generate an email to the customer stating that original problem,the problem solver's solution and asking if the problem is now solved,yes or no. If the customer responds yes, the ticket is closed. If thecustomer responds no, the system will generate a new ticket with all theprevious information attached and sends the ticket to the problemsolver.

Referring again to FIG. 2, when customer surveys are received (step214), these surveys can be used by the service or product provider forvarious purposes. The surveys may be used, for example, as an input toanother system of information generation. For example, the customersurveys can be sent to a pattern recognition system 230 which can beused to select the particular problem solver to send the problem.However, the pattern recognition system can also use the customer surveyinformation as input to a policy management system 250, which providesinput to a bonus system 252 and to a business policy adoption system240. Account activity files 232 can also be used as input to the patternrecognition system 230. Survey information can also be input to acustomer relations management (CRM) database 324, a problem reportingsystem 236 and a custom reporting system 238.

The customer satisfaction system ensures customer satisfaction by firstidentifying problems, solving the customer problems and having thecustomer verify that the problem has been solved. In addition toproviding customer satisfaction, the customer satisfaction system offersthe product and service provider a large amount of data which can beused to further the provider's business. Information outputs of thecustomer satisfaction system can be used to generate summary indexes ofsatisfaction; problem prevalence and profiling; problem solverperformance; problem clustering. For example, summary indexes ofproblems can be compared by problem type, by account, by entity, byproduct. Problem solver performance can be compared (e.g., thepercentage of reported problems solved by each problem solver). Problemscan be analyzed for prevalence based on problem characteristics.Additionally, the information from the customer satisfaction system canbe used for problem valuation; solution validation; pattern insights.For example, solution validation can be used to determine the averagerevenue among accounts reporting problems solved. It is anticipated thatwith problems being solved, revenue would increase due to increasedcustomer satisfaction.

Solutions to problems may be logged and analyzed for organizationallearning. A direct link may be made from the customer to the accountteam without any filters. The account team will be able to have a directeffect on customer satisfaction. The customer satisfaction systemensures satisfied customers; generates learning through direct contact;fosters revenue; encourages use of the information; maximizes the valueof the information; minimizes costs through automation, enhances theprovider's image, and provide renewed employee (provider) morale.

Periodically, customers are surveyed and asked if they have any problemswith the sponsoring vendor. If not, they are recorded as satisfied. Ifno, they are asked to openly describe their problem. Each problemdescription is then conveyed to a designated problem solver, whoresponds until the problem is reported solved by the customer in afollow-up survey. Conveyed problems and specified solutions are thenreported by the system to the product or service provides, on a standardor customized basis. Recurring patterns may be recognized to suggestfundamental policy improvements.

Problems may be codes as to type (and other categories). Both problemsand customer responses may be analyzed by a pattern recognition system(such as one employing a neural net model) to suggest proven solutionsto problem solvers, and to identify patterns that should suggestpreventative improvements in fundamental policies; procedures;organizational actions; technology investments; marketing strategies;etc.

The customer satisfaction system provides the unique ability tomaterially prove to customers its determination to ensure any reportedproblems will be documented and resolved rapidly, consistently, andsystematically to their satisfaction; and that recurring problems willbe recognized and eliminated by prevention. This unique ability shouldincrease customer confidence in the provider, loyalty to the providerand resulting in improved profits for the provider.

The invention has been described with reference to particularembodiments for convenience only. Modifications and alterations willoccur to others upon reading and understanding this specification takentogether with the drawings. The embodiments are but examples, andvarious alternatives, modifications, variations or improvements may bemade by those skilled in the art from this teaching which are intendedto be encompassed by the following claims.

1. A computer-readable medium tangibly embodying computer-executableinstructions which when executed by a computer processor perform acustomer satisfaction method comprising the steps of: automaticallysending, according to a predetermined schedule, open-ended queries tocustomers as to whether the customers have any problems with goods orservices provided by a provider that have not been resolved to eachcustomer's satisfaction, wherein a query includes a user interface forreceiving open-ended responses input from the customers; receivingresponses from customers to the queries; analyzing responses fromcustomers to identify a customer problem; transmitting the identifiedcustomer problem to a problem solver for resolution; receiving asolution to the identified customer problem from the problem solver;transmitting the solution to the customer; and sending a query to thecustomer requesting verification that the problem has been solved;wherein the method first identifies a problem by analyzing a customerresponse to an open-ended query, solves the identified problem, and thenhas the customer verify that the identified problem has been solved. 2.The computer-readable medium of claim 1, further comprising instructionsfor storing a copy of each query sent, response received, problemidentified, and solution generated.
 3. The computer-readable medium ofclaim 2, further comprising instructions for generating a report ofqueries sent, responses received, problems identified, and solutionsgenerated.
 4. The computer-readable medium of claim 1, wherein queriesare sent via e-mail and responses are received via e-mail.
 5. Thecomputer-readable medium of claim 1, further comprising instructions foranalyzing customer responses with a pattern recognition system.
 6. Thecomputer-readable medium of claim 2, further comprising instructions forproblem reporting and maintaining a customer relationship managementdatabase.
 7. The computer-readable medium of claim 5, further comprisinginstructions for storing a record of customer queries, customerresponses, customer problems and solutions.
 8. The computer-readablemedium of claim 1, wherein the predetermined schedule comprises once amonth.
 9. The computer-readable medium of claim 1, wherein thepredetermined schedule comprises once a week.
 10. The computer-readablemedium of claim 1, wherein the identified customer problem is closedresponsive to receiving a response from the customer verifying that theproblem has been solved to the customer's satisfaction.
 11. Thecomputer-readable medium of claim 1, wherein a new customer problem isopened responsive to receiving a response from the customer that theproblem has not been solved.
 12. The computer-readable medium of claim4, wherein an email query includes a yes link for enabling a customer torespond in the affirmative to the query as to whether the customer hasany problems with goods or services provided by a provider that have notbeen resolved to the customer's satisfaction and a no link for enablinga customer to respond in the negative, wherein responsive to selectionof the yes link, the system displays an interface for receiving inputfrom the customer describing the problem that has not been resolved tothe customer's satisfaction.